Please find the situation which most applies to you. Mylens cannot accept any returns
or exchanges of any open or marked boxes. Please ensure to check all orders before opening
the box (base curve, power, product type).
You accidentally incorrectly ordered your lenses:
If you find that you’ve ordered the wrong lenses or prescription and you have not
opened or marked the boxes, you can send them back into us at your own cost to exchange for
the right product. This must be done within 60 days. Please ring our offices or
email us to let us know of the problem so we can confirm the exchange and provide
you with a return number. *It is the MyLens Return Policy not to ship out any lenses for exchange until the original order has been received.
You received your lenses and they are incorrect:
If you placed your order correctly but were supplied incorrectly, please call or
email us so we can verify the order for you. In some cases part of your order may
have been on backorder. Please have your customer reference number handy when emailing
You changed your mind/your prescription has changed:
Mylens can only exchange your unopened boxes within 60 days, or provide you a credit note for a future purchase (max 6 month expiry). Please note this amount is only for the cost of the boxes and you will be responsible for relevant costs associated with re-postage. Unopened boxes to be submitted must be sent to us within 60 days of purchase. Please phone or email us with your refund request as returns without prior approval may be denied. *It is the MyLens Return Policy not to ship out any lenses for exchange until the original order has been received.
Your lenses seem to be faulty:
Manufacturer defects are rare but can occur. It's important to keep any faulty lenses as we need to forward these to the appropriate quality control department in order to obtain replacement lenses or issue a refund, depending on the fault of the lens. Please contact us if this occurs. Please keep all faulty lenses, blister packs and boxes involved.
Prescription Eyewear Return Policy:
Due to the custom-made nature of prescription eyewear, we typically cannot offer a refund or exchange unless the glasses are faulty. The best way to find a suitable frame is to measure a current frame that you have, and to browse the frames on the site to find a near-match. If you have a current frame you like and would like assistance finding a new frame, you can email us a photo of the frames with its model number and we can try to help! Our glasses attract a 1 year warranty for any manufaturing faults. This does not include customer misuse or accidental breakage.
Sunglasses Return Policy:
Non-prescription sunglasses can be returned for a refund or exchange within 60 days if they are in re-sellable condition with all packaging and inserts intact. The customer is responsible for the cost of return postage. Refunds will be issued minus the initial shipping fee.